Smartshopper

On the 18 January 2018 I received 21 messages from Pick n pay Smart Shopper :“PnP smart shopper, you have 26 points that expire on the 1 Feb 2018. More info: ********** 288”. Each message had a different number of points. I tried calling the contact number in the message ********** 288 several times (at least 7) to query this, but waited for assistance a minimum of 20 minutes each time. I never got a hold of anyone. On the 20 January, I sent an email to ********** After receiving no feedback, I went into my local PnP and asked for assistance on the 28 January. They told me that I needed to bring my December till slip to the store so that they could assist me but they would still need to call the smart shopper department on the contact number above. I received a further 21 messages on the 2 Feb. I went back to PnP with my till slip on the 4 February. The employee at the front counter assisted me and dialled the number once again using the PnP telephone. She waited 30 minutes before being attended to and passed the phone onto me to provide my details. After my issue was explained, the operator at the call centre asked me if I have a company because that may be the reason for me receiving so many messages. I told her that I didn’t. She then proceeded to tell me that she is unable to assist me because smartshopper cards are registered inside the PnP store at the kiosk and this is the reason that my number is linked with other peoples’ smartshopper cards. So I asked her if what she saying is that 20 people came in to PnP and registered their cards with my contact number??? I told her that this could not be and that this sounds like a system error. She put me on hold for another 20 minutes and returned to inform me that should could not help me as the issue needed to be escalated to the help desk. I asked to speak to her manager and was put on hold for a further 20 minutes. She returned to inform me that her manager (Jaff) is on a call, and will call me back. I did not receive any call from Jaff. While still in PnP, I waited for the instore manager to come in at 13:00 to see if she could assist me. She was helpful and dialled the number again. This time I spoke to Hlengiwe and she informed me that she had to also escalate the query. On Monday, 6 February, Naledi from smartshopper contact centre contacted me regarding the email I sent (2 and a half weeks later). I told her that I had logged a query, and about the bad service that I had experienced. She gave me a reference number and said that it would be sorted out. On the 10 February PnP smartshopper was contacted to see if the issue is resolved. Wendy proceeded to tell me that the respective department is closed on a weekend so she will not be able to give me more information. To date, I have not received feedback from PnP regarding this matter!